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🥝 Senior Support Analyst
Puma Energy | Mumbai, India | Posted June 04, 2026
Job Description
Description
– Senior Support Analyst
Primary Responsibilities
Management of the global application support organization (Level 1 and L2 support)Management of the Service Management and Service Introduction functionsOther Key Responsibilities
Improve the quality of production support servicesDrive continuous improvement initiativesEstablish and maintain a constructive relationship with the support service provider(s)Ensure service metrics are captured, analyzed and communicatedIdentify and analyze support service and ticket trends; determine system improvements; implement changeWherever appropriate, evaluate and re-design support processesMediate in cases where there are conflicts, differences of opinion, differing priorities, etc.Ensure that relevant status reports are produced and that breaches of SLA targets are highlighted, investigated and actions taken...